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Help Desk Institute (2 results)
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- Not all IT managers manage technology
- A manager of desktop services wants to leverage his management experience to manage other IT areas. Find out what other IT job titles would be a good fit for this manager, and learn how to side-step title-myopic HR departments.QuestionI’m a former director of desktop services from a larger organization. Simply...
- Technical articles 2002-12-19
- gedas USA Case Study: HDI Certified Support Center
- gedas' unique brand of full-service solutions and its strong business process expertise have allowed the company to assume a leading position in the automotive and manufacturing industries and in the field of logistics processes. As gedas USA makes strides toward securing new external customer accounts, becoming HDI certified became increasingly...
- Case studies
Additional Resources
- Talking Shop: Boot camp offers insight for help desk staff
- Client support analyst Patricia Boone has been to many classes and seminars, and some of them have turned out to be real duds. So when someone suggested that she attend the Help Desk Institute's HDI Help Desk Analyst Boot Camp presented by Global Help Desk Services, Inc., she agreed but...
- Technical articles 2003-03-25
- Training for help desk analysts
- I manage a help desk of 18 analysts in a 24x7 call center supporting Windows XP/Office 2003 in a heavily managed/locked down environment.I'm finding it harder and harder to hire for the help desk position - as the environment becomes more "managed" the job becomes less "techie" and more about...
- Discussion threads 2006-10-11
- What are the most important guidelines that should be followed when hiring help desk staff?
- When hiring help desk or support call-center staff, you mustfind professionals with the right mix of technical and customer service skills.Not only must they understand a variety of computing systems and software, theymust also be able to communicate that expertise to end users. Above all, thesecustomer-facing employees must be able...
- Technical articles 2004-06-04
- DOWNLOAD: Required reading for help desk managers
- The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Compiled by an IT veteran with 10 years management experience, this list provides a real-world review of 14 titles covering a range of IT management topics, including: ITIL, staffing,...
- Discussion threads 2005-06-17
- Help desk pro shares what does and doesn't work in end-user training
- Before embarking on your own end-user training program, get some advice from a help desk and IT training veteran. Save yourself and your end users time, energy, and frustration by doing what works and avoiding what doesn't.In my experience working the help desk for several companies, I’ve observed that the...
- Technical articles 2002-06-05
- Managers offer suggestions for motivating your help desk staff
- For IT help desk managers, keeping employees excited about their careers can be difficult. The repetitive, sometimes aggravating nature of life in the call center can drive some talented IT pros running in the opposite direction.According to a survey conducted by the Incoming Calls Management Institute ICMI, over a third...
- Technical articles 2003-06-03
- Holmesglen Institute Saves 20 Hours Per Week on Data Entry With Unicenter ServicePlus Service Desk
- A specialist in the area of Vocational Education and Training VET, the Holmesglen Institute of TAFE Technical And Further Education is the largest of its kind in Victoria, Australia. In 2002, the Institute opened a new campus, increasing its already large computer network by 30 percent. This resulted in an...
- Case studies
- Study shows support managers' salaries fell in 2002
- According to the Help Desk Institute’s 2002 Salary Survey, salaries stayed flat for most IT professionals working on the support desk, except for the top-level managers in the survey group. Salaries for senior support managers and directors dropped 7 percent from 2001, from $82,484 to $76,805. All other salaries decreased...
- Technical articles 2003-03-19
- Establishing expectations is key in emergency support efforts
- You have just found out in a staff meeting that the sales department has moved up the start date for its new mobile sales force project. Months earlier than you had expected—within a two-week period—100 employees nationwide will be outfitted with new laptops, new handheld computers, and new sales prospecting...
- Technical articles 2003-09-03
- Jump-start your IT career in customer support
- If you're looking to enter the IT job market, help desks are a great place to start. Find out why in this Tech Watch column.Once considered the bottom of the technology job heap, customer support jobs have gained much-deserved respect thanks to the renewed emphasis on customer relationship management CRM...
- Technical articles 2001-08-08
- Strong PDA policies help secure data and prevent equipment loss
- Make sure company PDAs stay secure with a strong policy.Although Gartner Dataquest estimates that about 75 percent of personal digital assistants PDAs purchased worldwide were sold to individuals buying them with their own funds, analyst Todd Kort expects PDA growth in the corporate market. "The increasing capabilities of these devices...
- Technical articles 2002-10-01
- Customer Satisfaction Survey
- I am trying to put together an online CS survey.Has anyone used a canned system? If so which ones and how did you like it?What are some things that I should make sure to ask when I put it together?ChrisSystemsIf you have a Windows 2003 server, you probably have a...
- Discussion threads 2005-05-02
- Fresh ideas to make online job boards work for you
- The average job search for support analysts could last eight months or more, according to Jim Stroud, author of How do I Find a Job When the Economy Sucks. But job seekers could find work quicker if they exercised more creativity in their search methods on the Internet and elsewhere."Ironically...
- Technical articles 2003-06-16
- Develop a plan for keeping management informed
- To keep your management team well informed about the ups and downs of your systems and support issues, you need a simple and effective plan for communicating. You’ll want to keep managers fully informed, but you don’t want to drown them in detail. We spoke with experts and IT pros...
- Technical articles 2003-04-02
- Future of Tech Support...at least for me?
- Hi everyone,I have been in the IT industry since 1988 and am still unclear as to what I want to do! I have been a hardware technician, Pre-sale config specialist, lead tech, network technician, analyst and I now supervise a small support center. All of these titles basically mean that...
- Discussion threads 2004-11-27
- Get IT Done: Let the U.S. government help you secure Win2K
- Read the governments 163-page installation and security best practices document for information on how to secure the Windows 2000 operating system.Don’t trust Microsoft? You're not alone. But if you don't trust the company, why would you depend on it to provide all your Windows security guidelines? A better approach might...
- Technical articles 2002-02-19
- Benchmarks for Service Support
- Does anyone know of any benchmarks or guidelines for estimating the number of people needed to support servers? My environment supports 4,500 users and currently has ~125 servers (file, print, application, web, database [Oracle & SQL), Exchange, and DMS (yes, it is a government environment). Consolidated from ~250...
- Q&A 2005-06-01
- Helpdesk Management
- I am heading the helpdesk managed services of my company. I would like to read and share information on improving helpdesk operations,generating valuable MIS, and those that can enhance my productivity.I am not looking for softwares but useful information in form of url's etcThe Help Desk Institute may be a...
- Q&A 2005-06-28
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